Candidatul ideal

• Excellent knowledge of English (B2 upwards);
• Excellent knowledge of Microsoft Office (preferably Excel);
• Bachelor’s degree;
• Good organizational skills;
• Good communication skills;
• Attention to detail;
• Teamwork.

Descrierea jobului

The Workforce Management Scheduler is responsible for creating, managing, and optimizing schedules for call center agents to ensure optimal staffing levels and meet service level agreements (SLAs). This role involves analyzing call volume forecasts, developing schedules and ensuring efficient operation and high service quality.

Key Responsibilities:

• Develop and maintain agent schedules based on forecasted call volumes, historical data, and operational needs;
• Ensure schedules align with service level goals and accommodate peak periods, breaks, and time-off requests.
• Analyze historical data and trends to anticipate staffing needs and adjust schedules accordingly;
• Address any schedule changes due to unexpected absences, high call volumes, or other operational issues;
• Generate and analyze scheduling reports to evaluate the effectiveness of current schedules and identify areas for improvement;
• Provide insights and recommendations based on scheduling data to optimize workforce efficiency;
• Utilize workforce management software and tools to create schedules, track attendance, and analyze performance metrics;
• Ensure data accuracy and integrity in scheduling systems.

What we offer:

• Attractive salary;
• Permanent contract;
• On-site/Hybrid work model;
• Full-time Monday to Friday (without night shifts);
• Good opportunities to develop a professional career;
• Work in a dynamic international environment;
• Newly refurbished attractive open-plan office space in Palas, Iasi;
• Access to comprehensive learning, training, and development via our extensive Global learning platform;
• Opportunity to apply for external professional training and courses that can be co-financed by Conduent;
• Global Company, working in an international diverse and inclusive environment.

And our attractive extras for all our Associates:

• Private medical insurance coverage;
• Free access to the Bookster library;
• Card Partner Program;
• Meal tickets;
• Referral bonuses for new hires recommended by you.

Why Join Us?

• Innovative Work Environment: Be part of a team that values creativity and fosters an environment where your ideas can flourish.
• Career Growth Opportunities: We invest in our team's development, providing avenues for career progression and skill enhancement.
• Impactful Contributions: Your role is pivotal in shaping positive customer experiences and contributing to the success of our dynamic organization.
• Recognition as a Most Loved Workplace®: Conduent has been certified as a Most Loved Workplace® this year, citing respect, collaboration, and a positive vision for the future as key cultural drivers.
• Internal Talent Development: Through our management development programs, approximately 70% of our Team Leader positions have been filled from our own associate talent pool.
• Long-Term Career Building: Over 25% of our associates have been dedicated members of our team for 5 years or more, showcasing the long-term commitment our employees choose to make.